I’ll be honest, about a year ago I was appointed as the ITIL Problem Management process owner and I didn’t really get it… My only real exposure to ITIL was with my current employer, before that I had done bits but it wasn’t really what you’d call ITIL.

Anyway, following a year of feeling my way around the process, I attended the Problem Management Practitioner course with Purple Griffon Training as they’re ITIL specialists. I love attending external training if for no other reason than to chat to people from different organisations and find out how they do it and their successes and failures, we’re all trying to achieve the same thing at the end of the day right?

What I’ve come to realise is there are some pretty strong arguments to ensure that Problem Management is well delivered and strongly embedded in every IT department. We all do Problem Management but as ever, ITIL gives you the framework to succeed and measure it’s success. I should be heading back with a real passion to improve what we do, but as part of this I’m going to need more people and therefore more money. This is, however, an investment into a more stable infrastructure resulting in more productive staff.

Oh, an we also need to change the tool that we’re using for Incident, Change, Problem, Release and Service Level. Phew, glad there’s not much work to do.